Call Centre Agent at Massmart

To handle inbound and outbound calls, related to the scope and functionality (shared services offerings) of the Massmart EOC. Manage incoming calls from Massmart associates and respond to their enquiry or notice. Gather, record and share information regarding Massmart’s Operational risk incidents. Escalate information to the relevant decision makers within Massmart

FUNCTIONS / RESPONSIBILITIES:

• Answering and making calls
• Answering phones from Massmart Associates professionally
• Perform diagnosis and verify the information received (email & BCIC-system)
• Receive the information relayed and correctly record such information
• Routing inbound calls to the appropriate resources.
• Obtaining and evaluating all relevant data to correctly record the call (notification)
• Recording details of comments, inquiries, complaints, and actions taken.( prescribed system –One key)
• Identify and escalate issues to supervisors
• Processing Information
• Processing telephonic & e-mail information and registering such information on the call center and BCIC systems.
• Identifying, escalating priority issues and reporting to Massmart decision Makers.
• Completing call notes and call reports as necessary and updating them on Array , one key, BCIC or any other system.
• Managing administration, registers and manual logging procedures.
• Other duties as assigned.
• Generate summary reports on demand

Requirements:

Minimum Academic, Professional Qualifications & Experience required for this position

•  Matric
•  Confident Telephony competency
•  English, write and read
•  Proficient in Microsoft word, outlook and computer applications
•  1-2 years of experience in a call center environment (optional)
•  Good data entry and typing skills
•  Superior listening, verbal, and written communication skills

Competencies & Skills

•  Good communicator
•  Comfortable with data entry
•  Proficient in English (read & Write)
•  Adapt professionally